Complete Customer Experience
5CA’s vision is built upon creating a framework which optimizes the customer experience. While other outsourcing companies mainly focus on contact center tasks, we believe that outsourced customer service only succeeds when there is a close client/vendor partnership, entailing all aspects related to customer support.
Firstly, we look at the underlying support processes & workflows. By optimizing these processes and related workflows in our contact center systems, our agents can solve issues faster, which is one of the most important aspects to good customer experience. Our complete customer support offering ensures that you can help your customers on the channels of their preference, including phone, e-mail, chat, and social media.
Technology plays an increasingly important role in customer support. 5CA is on the forefront of innovation, using an ecosystem of industry-leading systems & tools. Technology is the backbone of our support offering, utilizing skill-based routing of contacts across support channels and optimizing the information availabe to our agents when assisting customers. Our professional services team ensures that your applications integrate seamlessly with our support systems.
Next to assisting end-users directly, we help our clients build and maintain a complete set of self-service options. When applying intuitive and up-to-date self-service options, you can help customers faster while reducing the need of having to contact support. 5CA offers both the technical framework (Zendesk Help Center) and the know-how to create and maintain a solid offering of knowledge base articles, FAQs and support videos. We use Artificial Intelligence (AI) to improve search results on the support portal and increase ticket deflection rates.
Last but not least, our analytics platform, based on Microsoft Power BI, combines data from different systems to create a real-time, consolidated overview of support metrics and trends. This helps our clients make the right decisions and provide invaluabe feedback to marketing and management about the needs of their customers.